Customer Experience Coordinator - Austin, TX (Arboretum)

Veterinary Emergency Group (VEG)•Austin, TX

1d•Onsite

About The Position

VEG is hiring a Customer Experience Coordinator for its Austin, Texas (Arboretum) location. The coordinator helps shape customers’ experiences before, during, and after their time at VEG through attentive service, communication, and participation. The role calls for an outgoing, personable, and professional approach, with patient and customer experience prioritized. The coordinator works in a veterinary emergency hospital environment and helps customers and their pets navigate care.

Requirements

At least 2 years of experience in a customer service role.
Advanced knowledge of computer programs and practice management software.
Strong organizational skills and attention to detail.
Strong communication skills and the ability to interact positively with a wide range of people.
Ability to multitask and thrive amid chaos.
High emotional intelligence, including the ability to read a room and respond accordingly.
Adaptability in high-stakes environments.
Willingness to work in a noisy environment with strong or unpleasant odors.
Availability to work nights, weekends, and holidays on a rotating or as-needed basis according to hospital needs.
Ability to work in a fast-paced environment with people from varied backgrounds and personality types.

Responsibilities

Greet every customer warmly and promptly in person, by phone, or online.
Oversee customer communications, including calls, emails, and texts; record details accurately and route urgent medical calls to a doctor quickly.
Deliver personalized, memorable experiences and find creative ways to meet customer needs.
Listen empathetically, resolve concerns quickly, and anticipate issues before they escalate.
Keep the nursing team and doctors updated on customer needs.
Provide confidential, compassionate guidance on financial options and end-of-life decisions.
Process payments accurately while protecting personal and financial information.
Follow up with customers after visits to check on their pet’s care and strengthen relationships.
Celebrate and capture special moments, with permission, to create lasting connections between customers, their pets, and the hospital.

Benefits

Competitive compensation, including a base salary and 401(k) match.
Comprehensive health and wellness benefits starting on day one.
QPR training and access to free therapy or counseling.
Potential equity eligibility after one year of full-time, active employment, based on role.
Learning and growth programs, including VEG-created clinical and leadership programs.
Unlimited emergency-room continuing-education opportunities and a travel stipend.
Annual travel stipend for full-time credentialed employees and full-time uncredentialed employees, at different stated amounts.
Clinical student loan repayment.
Paid parental leave of up to 12 weeks at 100% of regular salary.
Fertility and family-building care for all types of families.
Flexible work schedules.
Employee referral program.
Scrubs, VEG merchandise, and food in the fridge.